Senior CRM Analyst - MS Dynamics

With a legacy of over 90 years, we continue to grow and strengthen our presence in the 7 countries where we operate, with more than 100 units and representation of leading brands in our business areas.
Every day, we strive to meet market needs with excellent solutions, equipment, and services — and we believe we have the best talent to deliver on those expectations.

Ready to take the next step in your career?
Your new opportunity might be right here.

We are looking for a Senior CRM Analyst - MS Dynamics to join our IT team in Mississauga or Laval.

SUMMARY:

The Senior CRM Analyst - MS Dynamics serves as the functional expert and hands-on owner of the MS Dynamics CRM platform for Nors Canada, combining strong configuration skills with some development experience to support an implementation across a mid to large user base (50+ users). In this role, you will resolve reported CRM tickets, own issues that require a Change Request or mini-project, and lead a significant Report and Dashboard development workstream. You will collaborate with business stakeholders across the organization to gather requirements, maintain CRM master data, and continuously improve the solution, with a clear path to grow into an IT Application Owner. The CRM is an integrated part of the e-Emphasys ERP and DMS solution implemented in the group to support the operations in Canada.

Expected Salary range (gross/annual)    

$70,000.00 to $90,000.00 a year

DUTIES AND RESPONSIBILITIES:

• Provide hands-on functional support for the MS Dynamics CRM solution, triaging and resolving 
  reported tickets within agreed service levels. 
• Own issues that require a Change Request or mini project, from scoping and requirements 
  gathering through configuration, testing and deployment. 
• Configure the CRM solution (entities, forms, views, business process flows, workflows, business 
  rules, security roles) to meet evolving business needs. 
• Design, build and maintain CRM reports and dashboards for business stakeholders across the 
  organization. 
• Apply development skills (plugins, custom workflows, Power Automate/Power Platform, 
  JavaScript/C#) to extend CRM capability where configuration alone is not sufficient. 
• Partner with business users and IT to gather requirements and translate them into scalable 
  CRM solutions. 
• Identify data quality issues and perform regular updates to CRM master data to maintain a 
  “single source of truth” for customer and sales data. 
• Participate in user acceptance testing (UAT) and provide support during the rollout of new CRM 
  releases and updates. 
• Participate in the functional side of CRM versioning; partner with IT and business units to plan, 
  test and execute upgrades. 
• Document configuration changes and maintain a change log in line with IT change 
  management practices. 
• Support data quality, integrations and interfaces between the CRM and other systems (e.g., 
  ERP, Power BI). 
• Progressively take on broader ownership of the CRM platform, building toward an IT 
  Application Owner role. 
• Performs other duties as assigned. 

CORE COMPETENCIES:

• Strong analytical and problem-solving skills 
• Excellent verbal and written communication skills 
• Ability to work collaboratively in a team environment 
• Must be conversant in both English and French. This is a bi-lingual role
• Configuration of MS Dynamics CRM (entities, forms, views, workflows, business 
  process flows, security roles) 
• Development of CRM reports and dashboards (Power BI and/or native Dynamics 
  CRM reporting) 
• Basic to intermediate development skills (JavaScript, C#, Power Platform/Power 
  Automate, plugins) 
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) 
• Familiarity with ticketing and project management tools (e.g., JIRA, ServiceNow) 
  Industry experience (Heavy Machinery / Construction Equipment Dealership) is 
  preferred
• Strong attention to detail and a commitment to delivering high-quality work 
• Ability to adapt to changing priorities and thrive in a fast-paced environment 
• Proactive attitude with a willingness to learn and develop new skills 
• Strong interpersonal skills and the ability to build relationships across 
  departments 
• Ability to translate “Business Speak” into technical configuration and vice-versa

EDUCATION/TRAINING:

• Bachelor’s degree in computer science, Information Systems, or a related field is a plus 
• 210 Dynamics 365 Sales Functional Consultant (Certificate)
• 4-6 years of experience in IT support, CRM administration, or business/functional analyst roles, with strong functional and configuration skills in MS Dynamics CRM (Dynamics 365 Customer Engagement) and experience implementing or supporting the solution in a mid to large organization (50+ users).

PARTICULAR CONDITIONS:

• Occasional need to support and participate in releases, deployments, incidents and after hours 
  on-call support

HEALTH AND SAFETY

It is our expectation that all Nors Employees will conduct their work in a safe manner, abide by all Nors safety policies and report all hazardous conditions and unsafe work procedures. In addition, Nors employees will be required to report any and all incidences/accidents/near misses according to company policies

Nors is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We recognize our obligations and responsibilities as an employer and encourage applications from all qualified candidates including members of visible minorities.

Nors will accommodate people with disabilities during the recruitment and assessment processes. If accommodation is requested, Nors will consult with the applicant and arrange for the provision of suitable accommodation that considers the applicant’s needs.